How to Lead with Guest Experience During Uncertain Times

In today’s economic climate, hotel operators and owners are navigating a landscape marked by uncertainty. Rising costs, staffing pressures, and fluctuating demand have left many asking: How do we continue to deliver an exceptional guest experience when resources are tight?

The answer: by leaning into the tools in your toolkit and using them with intention.

Doing More with Less, Without Compromising Guest Experience

While cutting costs might feel necessary, the guest experience can’t take a backseat. In fact, in times like these, your ability to consistently deliver excellent service becomes your most significant competitive advantage.

That’s why many hospitality leaders are taking a fresh look at their tech stack to better utilize what’s already in place or strategically partner with solutions that put guest experience above all.

One powerful example? Alice by Actabl’s ticketing system.

One Ticket. Portfolio-Wide Impact.

Here’s how one Alice ticket can have a lasting impact across your entire portfolio:

Let’s say a guest has an issue—a clogged toilet that results in multiple room moves. The service team logs the entire interaction in Alice using a glitch ticket, capturing not just what happened but also how it was resolved.

That information stays tied to the guest profile.

So when that same guest books another stay at the property, the front desk team can see their past experiences at a glance. They might notice that the guest has submitted several complaints about room views in previous stays. With that insight, they can proactively assign a room with a view before the guest even arrives, turning past friction into a moment of unexpected care.

All of it starts with a single Alice ticket.

Use What You Have to Put the Guest First

Hospitality has always been about showing up for your guests, and that doesn’t change, even when your resources do.

Some days, that might mean leaving a handwritten note and a small treat in the room. Other days, it might simply mean checking a glitch ticket and ensuring a returning guest gets the view they requested in the past or avoiding the issue they experienced during a previous stay.

With Alice, you have the visibility to do that. You have the context to turn small moments into standout service. No matter what your day looks like, the mission stays the same: Put the guest first. Every stay. Every time.

Want to see Alice and glitch tickets in action?

Connect with one of our experts to explore how your team can deliver more personalized, proactive service—no matter what the day brings.